Address
Form of workG2 Innovative Solutions (G2IS) is a leading provider of innovative technologies and solutions offering expertise in IT Infrastructure Management Support, Software Development and Engineering, Software Testing and Evaluation, Cyber Security, and more. G2IS is a Center for Verification and Evaluation (CVE) verified Service Disabled Veteran Owned and SBA 8(m) certified Economically Disadvantaged Woman Owned Small Business.
G2IS is looking for customer service oriented Customer Service Representatives to provide enterprise-wide customer service and call center support for a variety of Department of Veterans Affairs, Financial Service Center (FSC) financial, travel and payroll related inquiries including payments for commercial vendor invoices, benefit payments, provider claims, travel payments, travel services, and payroll services in an efficient and accurate manner. You will be considered as the firm's front liner and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.
Responsibilities
- Provide first level contact and convey resolutions to customer issues
- Respond to inbound telephone calls and may generate outbound calls to identify client's needs and respond by providing superior service and resolution.
- Properly escalate unresolved queries to the next level of support
- Track, route and redirect problems to correct resources
- Update customer data and produce activity reports
- Walk customers through problem solving process
- Follow up with customers, provide feedback and see problems through to resolution
- Utilize excellent customer service skills and exceed customers' expectations
- Ensure proper recording, documentation and closure
- Recommended procedure modifications or improvements
- Preserve and grow your knowledge of VA Financial Service Center (FSC) Customer Service Desk procedures, products and services
- Respond to queries either in person or over the phone.
- Respond to email messages for customers seeking help.
- Ask questions to determine nature of problem.
- Walk customer through problem-solving process.
- Follow up with customers to ensure issue has been resolved.
- Run reports to determine malfunctions that continue to occur
Skills
- Proven working experience in providing Customer Service/Help Desk support for a high-volume Call Center
- Ability to work in a team atmosphere and work independently
- Ability to determine the needs of our clients through effective listening and questioning skills
- Represent VA FSC in a professional manner. i.e. by phone, email and instant message communication
- Working knowledge of Help Desk software, databases and remote control
- Strong client-facing and communication skills
- Strong organizational skills
- Advanced troubleshooting and multi-tasking skills
- Strong analytical skills
- Proficiency in English
Requirements:
Minimum two years Customer Service/Call Center experience
Education: High School and/or some college
Clearance: Position requires a Department of Veterans Affairs Public Trust clearance.
Must be a US citizen
Pay Rate: $18.78/hour and $4.23/hour Health and Welfare
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Equal Opportunity Employer Veterans Disabled
